What is your returns policy?
We offer free returns in the event of an error on our part, e.g. if you receive the wrong product. *Change of mind* returns will incur a shipping and restocking fee.
Do you have a lifetime warranty?
Yes, we do in the event of *manufacturing or craftsmanship defects*. Defects are limited to those resulting from the manufacturing process or production errors (stitches and waterproofing), and exclude holes, punctures, ordinary wear & tear, damage arising from (but not limited to) mold, mildew, inconsequential spot leakage, ultraviolet exposure, fire/stove/air conditioner use, other damages that may occur during improper or negligent use/assembly/storage of the product, bad maintenance, use contrary to instructions (not following the proper procedures), repair, modification or alteration by anyone other than White Duck Outdoors, if the item has been damaged on purpose or damage from extreme weather conditions including but not limited to ice, snow, hail, wind, and lightning or any other catastrophic events. For our complete warranty, you can check out our warranty policy.
Returns, Exchanges & Cancellations
Occasionally things don’t quite go to plan. If you are not happy with your purchase, please contact our customer service immediately within 15 days of shipment delivery/receipt of merchandise to initiate a return or exchange. A Return Product Authorization number or request form must be obtained from us prior to returning merchandise. Please note that no purchased items will be accepted as a return/exchange without an RPA# or written approval on the RPA request form. A copy of the original order confirmation or packing slip needs to accompany your return authorization (RA) paperwork as proof of purchase or prior approval needed. Make sure to inspect your items within 14 days of delivery, if you couldn’t due to any reason please let us know at the time of purchase. Customer will be solely responsible for any shipping cost incurred during return/exchange process. Shipping can be expensive and may vary depending upon the size and weight of your package. White Duck Outdoors reserves the right to determine the return conditions upon receiving the receipt of your authorized return and thorough inspection of the returned item. Conditions: FULL REFUND: Refunds or Exchanges are only available if the product is new and unused; packaging is intact. It should be free of dirt, damage, and wear/tear from use, storage, or transport. If you have opened the package, make sure it is packed the same way we sent it to you with complete original parts, packaging, and assembling instructions. 1. Shipping Cost: We offer Free Shipping on almost all of our items but may deduct the shipping cost from the total refund amount. All the return items must be shipped prepaid freight. We will not accept return shipments sent without prior authorization or cash on delivery. 2. Restocking Fee: Please note that 20% restocking fee will be charged for any product returned that is not defective which will be determined by White Duck Outdoors. NOT INCLUDED: Refund/Replacement or Return Policy doesn’t include Custom Order and items that have been worn, used, dirty, or altered, not packed properly, incomplete components, missing original packaging, or otherwise damaged/modified by the customer. White Duck Outdoors reserves the right to decide if refund/replacement could be originated for any return initiated after 15 days of delivery. Order Cancellation: Any product cancellation where the customer has paid through a credit card will result in a 3% cancellation fee. Any product cancellation that has already been shipped will be treated as a return. Please read our return policy for further information.
Warranty
Occasionally things don’t quite go to plan. If you are not happy with your purchase, please contact our customer service immediately within 15 days of shipment delivery/receipt of merchandise to initiate a return or exchange. A Return Product Authorization number or request form must be obtained from us prior to returning merchandise. Please note that no purchased items will be accepted as a return/exchange without an RPA# or written approval on the RPA request form. A copy of the original order confirmation or packing slip needs to accompany your return authorization (RA) paperwork as proof of purchase or prior approval needed. Make sure to inspect your items within 14 days of delivery, if you couldn’t due to any reason please let us know at the time of purchase. Customer will be solely responsible for any shipping cost incurred during return/exchange process. Shipping can be expensive and may vary depending upon the size and weight of your package. White Duck Outdoors reserves the right to determine the return conditions upon receiving the receipt of your authorized return and thorough inspection of the returned item. Conditions: FULL REFUND: Refunds or Exchanges are only available if the product is new and unused; packaging is intact. It should be free of dirt, damage, and wear/tear from use, storage, or transport. If you have opened the package, make sure it is packed the same way we sent it to you with complete original parts, packaging, and assembling instructions. 1. Shipping Cost: We offer Free Shipping on almost all of our items but may deduct the shipping cost from the total refund amount. All the return items must be shipped prepaid freight. We will not accept return shipments sent without prior authorization or cash on delivery. 2. Restocking Fee: Please note that 20% restocking fee will be charged for any product returned that is not defective which will be determined by White Duck Outdoors. NOT INCLUDED: Refund/Replacement or Return Policy doesn’t include Custom Order and items that have been worn, used, dirty, or altered, not packed properly, incomplete components, missing original packaging, or otherwise damaged/modified by the customer. White Duck Outdoors reserves the right to decide if refund/replacement could be originated for any return initiated after 15 days of delivery. Order Cancellation: Any product cancellation where the customer has paid through a credit card will result in a 3% cancellation fee. Any product cancellation that has already been shipped will be treated as a return. Please read our return policy for further information.
Feedback
Your opinion counts! White Duck Outdoors is always striving to improve both our products and customer experience. We have redesigned our products and made them more refine and top notch with the help of our customer’s valuable feedback. We depend highly on reviews and word of mouth to grow as a company and would love to hear your comments and suggestions. Occasionally things don’t quite go to plan, often the first time we hear about it is after reading a customer’s review. We had really appreciate the opportunity to resolve any issues, simply contact our customer service by visiting Contact Us Please contact us if you have any questions, any bright ideas or if you think we should do things differently. Share your experience with us by sending us pictures from your camping and outdoor trips.
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